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By: Service Now     Published Date: Jan 26, 2018
The accelerating pace of technology innovation will offer organizations new opportunities to engage with customers as they build a digital business. Application leaders must be ready to translate habits of customer centricity into a new set of improved actions to support CRM and CX strategies.
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     Service Now
By: Service Now     Published Date: Jan 26, 2018
Customer service is at an inflection point, in both the business-to-consumer and business-to-business sectors. Costs continue to skyrocket as the volume of inquiries increases, even as customer service budgets remain flat. Customer expectations seem to increase by the hour. Make a mistake or fail to resolve an issue quickly, and businesses may quickly see a decline in customer satisfaction and revenue. Download this whitepaper to learn more!
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     Service Now
By: LogMeIn     Published Date: Feb 27, 2018
Exceptional customer service is a competitive differentiator. Providing consistent service that is tailored to the individual across a variety of digital channels can help organizations deliver personalized experiences that exceed the expectations of today’s digital savvy consumers. Yet, many organizations fail to deliver real-time relevance in their service experiences because critical customer data is siloed in different systems (CRM, ticketing, etc.) across the enterprise, making it difficult to understand the full customer journey and their needs at that point in time. We partnered with IDG Research to survey top-performing customer service organizations to determine the challenges they face, and, more importantly, their plans for driving better outcomes. One thing is clear: taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
Tags : digital, engagement, customer, service, research, organizations
     LogMeIn
By: Outreach.io     Published Date: Apr 09, 2018
Modern business-to-business (B2B) buyers have unprecedented access to information to support their buying process and, as a result, have become more self-reliant in the evaluation process. This has made B2B sellers’ jobs harder; not only do they have less control in earlier stages of the sales cycle, but they have to work harder to connect and engage with buyers, turning prospects into customers. Sales technologies have helped modernize how sellers and sales leaders manage their pipelines and execute contracts, but technology gaps around engagement persist, making it difficult for sellers to keep pace with, connect with, and support buyer engagement. The common outcome: Sellers become slaves to their CRM systems, focused more on updating reports and logging their activities than they are in driving business results.
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     Outreach.io
By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
The General Data Protection Regulation – or GDPR – is a European Union (EU) law that protects the rights of individuals with respect to their data. Adopted as an EU law in April 2016, organizations that hold data about any resident of the EU must be compliant by May 2018. With attention-grabbing fines of €20 million or 4% of global annual turnover, GDPR commands attention at the highest levels. And despite the “legalese” that compliance suggests brands utilize, the brands that balance legal compliance with a human approach will turn GDPR to their advantage. This white paper provides a series of actions you can take to make the most of GDPR to both enhance your customer relationships and mitigate risk.
Tags : data driven marketing, gdpr, compliancy, data privacy, customer data, omnichannel, multichannel, automation
     Selligent Marketing Cloud
By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
Among all the trends and buzzwords currently shaking up the marketing industry, one concept is emerging as the one to watch: customer experience (CX). Providing individual customers with the best possible experience is becoming the top priority at the moment, even to the point where experience outshines product quality(!) as the main differentiator. This is confirmed by a recent Gartner1 survey, in which 86 percent of participating companies listed customer experience as the main factor for gaining a competitive advantage, compared with merely 36 percent in 2012.
Tags : customer lifecycle, lifecycle marketing, customer experience, omnichannel, multichannel, automation, loyalty, crm
     Selligent Marketing Cloud
By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
20% of customers will be responsible for 80% of profit – or so says The Pareto Principle, also known as the “rule of the vital few.” So, while marketers are trying hard to increase market share, they should be equally (or even more) concerned about nurturing the customer relationships they already have. That means finding ways to strengthen bonds with your best customers and figuring out how to turn good customers into better ones. Personalization, truly helpful support, data-driven contextual marketing, re-engagement strategies, gamification… There’s an almost overwhelming number of options out there, each touted as your golden key to an enduring bond with your users. In the pages that follow, you’ll learn about five strategies to drive engagement and retention with actionable tips from Selligent clients – top brands that are at the forefront of creating and sustaining customer loyalty.
Tags : customer engagement, marketing strategy, customer retention, omnichannel, multichannel, automation, loyalty, crm
     Selligent Marketing Cloud
By: Epsilon     Published Date: Aug 23, 2012
Insurance marketers must learn to identify the right audience with the right products at the right time to ensure success.
Tags : insurance, product bundling, customer retention strategies, crm, cem, marketing planning, crm & customer care
     Epsilon
By: Epsilon     Published Date: Aug 23, 2012
By focusing more on the customer, banks can not only acquire new prospects, but boost retention and raise profitability to keep consumers loyal and returning for the long term.
Tags : customer experience marketing, cem, crm, crm, customer retention, cei, customer experience index, cem strategy
     Epsilon
By: Epsilon     Published Date: Aug 23, 2012
Onboarding is a critical marketing process that helps dial in new and existing customers to your organization, introduces products to meet specific needs, and ends with high-touch service that engages consumers.for the long term.
Tags : onboarding, account retention, crm, customer relationship marekting, customer retention strategies, crm & customer care
     Epsilon
By: Epsilon     Published Date: Aug 23, 2012
It is easy to lose sight of the fact that, on the other side of the reports, the analytics, and the technology, there is a real person having a conversation with your brand.
Tags : marketing, dmps, online data management platforms, crm, data onboarding, online data capture, analytics, data syndicatino
     Epsilon
By: Brightcove     Published Date: Sep 26, 2016
Enable valuable digital dialogues through a combination of marketing automation, interactive video, and personalized content. Intelligently crafting these elements of your campaign, while effectively integrating the tech stack tools that empower 1:1 conversations (OVP, MAP, and CRM), can create a remarkable video marketing strategy.
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     Brightcove
By: Oracle     Published Date: Apr 22, 2015
This paper provides information on how social media works as a customer support channel.
Tags : social media, customers experience strategy, customer satisfaction, customer engagement, branding, social media tools, enterprises, sales
     Oracle
By: Oracle     Published Date: Apr 22, 2015
This paper provides information on how social media works as a customer support channel.
Tags : social media, customers experience strategy, customer satisfaction, customer engagement, branding, social media tools, enterprises, sales
     Oracle
By: Oracle     Published Date: Apr 22, 2015
This white paper provides information on how the marriage of social collaboration, CRM, and performance management presents new opportunities for great sales managers to scale their skills more effectively.
Tags : future of sales performance management, crm, social, sales, get better sales results, sales managers, social media, crm solutions/software
     Oracle
By: Message Systems     Published Date: Apr 29, 2013
The CRM has been a spectacularly successful technology application, especially in providing large organizations with a detailed.
Tags : message systems, customer engagement, mobile, crm, crm, crm implementations, crm-based customer insight, cloud computing
     Message Systems
By: Epicor     Published Date: Oct 07, 2009
Pressures to reduce costs continue to outweigh all other business drivers impacting Enterprise Resource Planning (ERP) in 2009. ERP has become more than a necessary infrastructure; it is also a strategic weapon in streamlining and accelerating business processes - while providing visibility to those processes throughout the enterprise.
Tags : erp, enterprise resource planning, enterprise applications, integrated suite, roi, tco, inventory reduction, sap
     Epicor
By: NetSuite     Published Date: Oct 13, 2011
This independent report from Hurwitz & Associates analyzes the comparative TCO of deploying cloud computing and on premise business applications.
Tags : cloud computing, cloud software, cloud business software, business software, business management software, saas business software, saas, saas software
     NetSuite
By: Genpact     Published Date: Jul 30, 2012
Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live.
Tags : customer service, future ready, crm, self-serve
     Genpact
By: Genpact     Published Date: Jul 30, 2012
Perhaps never in the history of commerce have businesses been required to adapt so fast to changing conditions as those driven by the introduction of the internet. Of the world's six billion inhabitants, over 1.9 billion use the internet.
Tags : customer experience management, customer retention, customer relationship management, crm tools, roi
     Genpact
By: SAP Inc.     Published Date: Jun 16, 2009
CRM is a business strategy that helps organizations cope with three of today´s most urgent business imperatives generating new growth, attaining operational excellence and enhancing competitive agility.
Tags : crm, customer relationship management, customer centric, customer-centric, customer service, service, retention, loyalty
     SAP Inc.
By: SAP Inc.     Published Date: Jun 16, 2009
Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
Tags : customer service, customer satisfaction, customer retention, retention, loyalty, crm, customer, client
     SAP Inc.
By: SAP Inc.     Published Date: Jul 28, 2009
Data quality is an elusive subject that can defy measurement and yet be critical enough to derail any single IT project, strategic initiative, or even a company as a whole.
Tags : roi, data quality, sap, return-on-investment, crm, erp, enterprise resource management, customer relationship management
     SAP Inc.
By: SAP Inc.     Published Date: Jul 28, 2009
Learn from today's sales leaders who have benefited from building a sales strategy based on a position of deep customer knowledge.
Tags : sap, sales organization, best-run, sales opportunity, sales strategy, customer database, crm, customer relationship management
     SAP Inc.
By: SAP Inc.     Published Date: Jul 28, 2009
Learn what companies can do in economic downturns to position themselves for later success.
Tags : crisis, sap, customer strategy, crm, customer relationship management, change management, business intelligence, soa
     SAP Inc.
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